Hoteliers must be plugged into social media 24/7 to know what's happening and be ready to provide meaningful and helpful posts when there's a crisis. Just as anyone with a social media account can post bad news, the same technology can enable organizations to defend themselves and share information that may help mitigate a crisis. Comprehensive social listening can help organizations gain insights about issues before they escalate into a crisis, provide advance warning that a crisis is brewing, help identify problem issues and provide enough information to develop a strategy to address them. READ MORE

Social media has opened up wonderful new opportunities for hoteliers, but has also exposed them to a range of new risks. Our reputations are closely linked to guest reviews, and our style of engagement affects how the public see our properties. Avenues for advertising have taken new shapes with the rise of social media influencers, while the forward march of technology and service trends is never-ending. It wouldn't be smart to plug your ears and ignore it all (as there is a lot of leverage to be gained through social media) but at what point does the noise become deafening? At one point should a hotel ignore the growing buzz and be loyal to its own identity? READ MORE

New and, sometimes, complex technologies are impacting almost every area of hotel operations and management, from the C-suite to frontline staff to guests. Their adept use can improve operational efficiencies, enhance the guest experience and boost the bottom line. However, there is a lot to choose from with new concepts and technology solutions appearing, it seems, daily. The successful implementation of these new technologies relies on a smart approach to their identification, assessment and purchase. READ MORE

You pay close attention to what your hotel looks like. You listen to what your staff has to say. You encourage – and respond to – guest feedback. When was the last time you listened to your hotel? What does your hotel sound like? Listen up for ways to engage the most underutilized of the senses in the hotel industry, sound. When you focus on the music in your hotel you won't just get the reward of sweet sounds, you'll also like the result of its impact on guest satisfaction, brand loyalty and how that all looks on the bottom line. READ MORE

"What happens in Vegas Stays in Vegas" may help save relationships, jobs and reputations by hiding mistakes made by visitors to Sin City. It does little to protect the global hospitality industry from repeating the same mistakes made by hotel properties. Las Vegas-based Forte Specialty Contractors CEO Scott Acton takes a look at the design successes and failures in a city where hospitality properties are punished by high-energy, high-occupancy conditions that accelerate wear and tear and provide quicker assessment of design decisions. This article shares what Forte has learned in this hospitality-design laboratory and shares best practices with the industry. READ MORE